Anyone using a blended Outbound Dialer/Inbound IVR?
The scenario is as follows: 2 Agents Blended environment
Agent A receives inbound interaction and notifies Agent B. Agent B goes off-queue and makes themselves available to receive the call.
Agent A performs a transfer to Agent B.
As Agent B changed status to Available and they speak with the customer. They remain off-queue only returning when the interaction has finished and Agent B goes back to on-queue to receive interactions of either state.
Agent B changing status meant Outbound/Inbound interactions were blocked to Agent B while both Agents conducted the transfer.
Ideally either agent should not need to go off queue to receive the transfer and manual intervention of on-queue activities should resume automatically after the previous interaction has been complete.
Can anyone suggest another alternative for Agent B to receive the transfer without being interrupted by the Blended calls while remaining "On-queue" ?
#ArchitectureandDesign#Outbound#Routing(ACD/IVR)#Unsure/Other------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
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